Return & Refund Policy

Return and Refund Policy

1. This refund and returns policy forms part of Canine and Co’s terms and conditions. Terms used and defined in the terms and conditions shall bear the same meaning herein.

2. The user may return any product ordered, provided the following requirements are met:

2.1. the user notifies Canine and Co of such return and logs the return with Canine and Co within 7 days after same has been delivered to the user and includes the reason for returning the product;

2.2. the product is returned in its complete, original condition, and returned with the original undamaged packaging - including any documentation, manuals, warranty cards and other accessories;

2.3. the product is not classed as Act 36, essentially meaning all treatment products (including tick & flea / dewormers etc), which products are not returnable unless the expiry date on the product precedes the delivery date;

2.4. the product is not a clearance sale item, which products are not returnable and may be found either in the clearance sale section of the website or shall be marked as "(Limited)” items in any other section;

2.5. the return is either due to the product not being what was ordered, not being the correct size or quality of what is required or the product being defective in any manner.

3. Defective and Damaged Products

3.1. Notwithstanding the time period for returns aforesaid, if the product is defective, the product may be returned within 6 months of delivery, as permitted in terms of the CPA. Where there is no extended supplier warranty period, unfortunately, we cannot facilitate returns that fall outside of the 6 months.

3.2. A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

3.3. Should a product be faulty / damaged on arrival, Canine and Co will arrange with the relevant manufacturer / importer / supplier to assess the product.

3.4. Should the product have already been used, photos of the damaged product should be emailed to info@canineandco.za. We will, in turn, share these with the manufacturer / importer / supplier of the product to assess as to whether it is a manufacturing defect or due to incorrect use or wear & tear. Canine and Co is restricted to the supplier's decision in this regard.

3.5. It is specifically noted that the user and Canine and Co’s rights in respect of defective and damaged products is limited to the supplier's guarantees and warranties and any decisions made by the supplier.

3.6. Once we (and the supplier or manufacturer as the case may be) have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Collection of the product and delivery of a replacement product, in the event it is confirmed that the product is defective or damaged due to no fault of the user, shall be at the cost of Canine and Co.

3.7. Please allow 14 – 30 days for your return to be inspected and for us to create your credit voucher/arrange your refund (if applicable).

3.8. In the event that, following assessment, it is found that the product is not defective, and the fault is attributed to incorrect usage, we will not be able to offer a credit or voucher or exchange the product and the user shall be liable for any cost of collection or delivery incurred by Canine and Co.

4. Other Returns

4.1. If Canine and Co accidentally delivers the wrong product to you or if the product is not as described on the Website or if it is missing any accessories, please notify Canine and Co within the time period set out in clause 2.1 above. Upon notification, Canine and Co will arrange for collection.

4.2. Once the product has been collected and inspected and confirmed to comply with the return requirements, the product will be validated for return and either the correct product will be delivered to you or you will be refunded the purchase price of the product, based on your preference.

4.3. If the product does not comply with the return requirements, you will not receive a credit of the purchase price.

5. Exchanges

5.1. The user may exchange products for a different size, colour, style etc. The costs of returning the product and exchanging same would be borne by the user.

5.2. Any exchanges will be subject to the same requirements for returns.

6. Courier and Cost of Returns

6.1. The courier appointed by Canine and Co is entitled to refuse collection of a product that is not properly packaged for transport.

6.2. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

6.3. If you want to return an unwanted product or a product which is not what you ordered, Canine and Co reserves the right to charge a collection fee of which you will be notified and which amount may be deducted from any refund amount due to you or payable by you.

6.4. Please allow 14 – 30 days for your return to be inspected and for us to create your credit voucher/arrange your refund. In some cases, a handling fee of up to 15% will be levied against the order value and Canine and Co will endeavour to notify you of this fee as soon as possible following receipt of the returned product.